Formal Legal Complaint: Breach of Payment Agreement, Incorrect Billing and ******** Disconnection

Dear Vodacom Executive Complaints Team,

I hereby lodge a formal legal complaint against Vodacom South Africa for incorrect billing, breach of a confirmed payment arrangement, lack of due notification, and ******** disconnection of services.

1. Payday and Debit Order Practice I am paid on the 20th of every month. Vodacom was explicitly informed that if the 20th falls on a weekend or public holiday, my salary is still paid on the 20th and not earlier. Despite this, Vodacom continues to debit my account before my salary is received, resulting in artificial arrears created by Vodacom’s own billing practices. This constitutes maladministration and unreasonable conduct.

2. Failure to Notify and Procedural Unfairness My account was in arrears for approximately three months without any form of communication from Vodacom. I received no calls, no emails, no SMS notifications, and no written warnings. I only became aware of the alleged arrears in December 2025, when Vodacom disconnected my WiFi and mobile services without prior notice. This failure to notify is procedurally unfair and contrary to reasonable consumer practice.

3. Confirmed Payment Arrangement – 02 January 2026 On 02 January 2026, I contacted Vodacom and spoke to two consultants (names unavailable). Both consultants confirmed the following:

Outstanding arrears: R2,142.00

January 2026 debit order: R940.00

A clear payment arrangement was agreed and confirmed:

I paid the R2,142.00 arrears immediately

The R940.00 January amount would be paid on 20 January 2026

Based on this agreement, my services were reconnected, indicating Vodacom’s acceptance of the arrangement.

4. Breach of Agreement and Contradictory Billing On contacting Vodacom again after my services were disconnected without warning, I spoke to a consultant named Martin, who advised that:

The total amount allegedly outstanding is now R3,112.60

I am allegedly still in arrears by R1,112.60

He stated that the previous consultants “gave incorrect information”

Vodacom’s internal miscommunication cannot legally or ethically be transferred to the consumer. A payment arrangement was made in good faith, accepted by Vodacom, and partially executed by me. The subsequent reversal of this agreement constitutes a breach of contract.

5. ******** and Inconsistent Disconnections Vodacom allowed the account to remain active for months while allegedly in arrears, yet disconnected my services within days after a confirmed payment arrangement was made and before the agreed payment date of 20 January 2026. This inconsistency demonstrates arbitrary enforcement and a lack of procedural fairness.

Formal Demands I hereby formally demand that Vodacom:

Immediately reconnect my WiFi and mobile services

Honour the payment arrangement confirmed on 02 January 2026

Provide a full, written, itemised billing statement explaining how the alleged arrears were calculated

Reverse any penalties, interest, or fees arising from Vodacom’s billing errors

Confirm in writing that no adverse credit listing has been made, or immediately remove it if already submitted

Should this matter not be resolved within 48 hours, I will have no alternative but to escalate this complaint to:

The Consumer Goods and Services Ombudsman

ICASA

The National Consumer Commission

And pursue further legal remedies available to me under the Consumer Protection Act

This letter serves as formal notice of dispute.

I expect Vodacom’s urgent cooperation.

Regards, Nomcebo Zanele Mavimbela *** ***